Loan Servicing Representative II-Hybrid

Align Credit Union•Lowell, MA

3d•$22 - $27•Hybrid

About The Position

The Loan Servicing Representative II is an experienced loan servicing professional who performs and supports a broad range of consumer and real estate loan servicing functions. The position has primary responsibility for automobile title administration and credit card portfolio servicing and handles more complex servicing work requiring independent judgment, research, and problem-solving. Working closely with the Loan Servicing Representative III and AVP Loan Servicing, this role helps ensure daily servicing is accurate, timely, and compliant with Credit Union policies, procedures, investor requirements, and applicable regulations. It serves as a senior resource for servicing questions and issues, provides guidance and cross-training to less experienced employees, and is cross-trained to back up the Loan Servicing Representative III. The position has no direct supervisory responsibility, though it is expected to demonstrate leadership, ownership, and sound judgment. This is a hybrid position requiring one to two days per week on site in Lowell, Massachusetts. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., for 40 hours per week. The expected base pay is $22.00–$27.00 per hour; compensation may vary based on relevant experience, skills, competencies, and certifications.

Responsibilities

Serve as a primary servicing resource for the Credit Union’s credit card portfolio, including account servicing, payment and transaction research, maintenance, disputes or inquiries, reporting, documentation, and coordination with vendors and internal departments.
Research and resolve complex credit card servicing issues and escalate significant concerns as appropriate.
Lead the administration, tracking, maintenance, and release of automobile titles and related collateral documentation.
Research title exceptions, liens, missing documentation, and discrepancies, coordinating with members, dealers, state agencies, vendors, and internal departments to ensure the Credit Union’s lien position is documented and released when applicable.
Perform complex servicing and maintenance for consumer, residential real estate, home equity, and other loan products, including payment research and corrections, payoffs, account maintenance, authorized loan modifications or adjustments, paid-loan processing, lien releases, and exception resolution.
Perform and provide backup for escrow and real estate servicing, including tax and insurance disbursements, escrow administration, flood and hazard insurance tracking, force-placed insurance activity, annual escrow analysis, and account research.
Maintain proficiency in loan funding and provide backup for consumer, mortgage, home equity, and other loan funding activities; ensure documentation, system information, disbursements, and servicing setup are complete and accurate.
Assist with complex funding or post-closing issues as needed.
Research and resolve complex member and internal inquiries involving loan payments, titles, credit cards, payoffs, collateral, insurance, escrow, and other servicing matters.
Collaborate with Lending, Collections, Accounting, Retail, the Contact Center, and other departments to resolve issues and support a consistent member experience.
Maintain sufficient knowledge and cross-training to back up the Loan Servicing Representative III, including assisting with workflow coordination, activity review, escalated issues, reporting, and operational functions during absences or as business needs require.
Review assigned reports, servicing exceptions, outstanding documentation, account discrepancies, and other servicing activity; research root causes, make corrections, follow up, and escalate recurring issues or potential process and control concerns.
Provide guidance on established servicing procedures and assist with cross-training Loan Servicing Representative I and other employees.
Identify opportunities to improve servicing processes, documentation, controls, efficiency, and member service, and work with the Loan Servicing Representative III on implementation.
Ensure assigned servicing activities comply with Credit Union policies, procedures, internal controls, investor requirements, and applicable regulations.
Assist with audits, examinations, reporting, system initiatives, portfolio reviews, special projects, and other departmental responsibilities assigned by the Loan Servicing Representative III or AVP Loan Servicing.
Perform other job-related duties as assigned.